Refund policy

Last updated: 12 May 2026

This Refund & Returns Policy sits alongside your rights under the Australian Consumer Law — nothing here removes those rights. If something we sold you is faulty, not as described, or doesn't do what we said it would do, you are entitled to a remedy regardless of anything written below.

Change-of-mind: 30-day money-back on unopened orders

If you change your mind after ordering, you can return your Snugzii for a full refund within 30 days of delivery, provided:

  • The product box is unopened and in its original sealed condition
  • All factory seals, shrink wrap and tamper labels are intact
  • You email support@snugzii.com with your order number to start the return

Once the box is opened we can no longer accept change-of-mind returns. This is because we cannot resell opened consumer electronics as new.

Faulty, damaged or not-as-described items

This is separate from change-of-mind returns and is covered by Australian Consumer Law. If your Snugzii arrives faulty, damaged in transit, or doesn't match what was advertised, email support@snugzii.com within 7 days of delivery with photos or a short video of the issue. At your choice we will:

  • Send a replacement at no cost, or
  • Issue a full refund including the original shipping fee

We will respond within two business days.

How returns work

  1. Email support@snugzii.com with your order number and the reason for return.
  2. We'll confirm the return address and shipping arrangements within two business days.
  3. Pack the unopened item securely and post it back. We strongly recommend a tracked service — proof of postage is your responsibility until we receive the parcel.
  4. Once we receive and inspect the item, we'll process your refund within 5 business days.

Who pays return shipping

  • Faulty or damaged items, or our error: we cover return shipping in full.
  • Change of mind (unopened): the customer is responsible for return shipping. The original shipping cost, if any, is non-refundable in change-of-mind cases.

How refunds are paid

Refunds are issued back to the original payment method. Depending on your bank or payment provider it can take up to 10 business days for the funds to appear on your statement after we issue the refund.

Lost or never-arrived parcels

If tracking shows your order as "delivered" but you never received it, contact us within 7 days of the marked delivery date. We'll lodge an investigation with the carrier and either resend the item or refund you in full.

Items not eligible for return

  • Gift cards
  • Opened items (change-of-mind only — does not apply to faults under the Australian Consumer Law)
  • Items returned more than 30 days after delivery (unless faulty under the Australian Consumer Law)
  • Items damaged through misuse, accidents or normal wear

A note on warranty

Snugzii does not offer an additional manufacturer warranty at this stage. Your statutory consumer guarantees under the Australian Consumer Law continue to apply and we will honour those — including replacement or refund where a product has a major fault.

Need help?

Email support@snugzii.com and we'll get back to you within two business days. We're an Australian-based team in Adelaide and we genuinely want this to be easy.